MultiChoice Group is hiring for Customer Journey Monitors.
Closing date: 22 May 2024
| Designation: | Customer Journey Monitors |
| Category: | MultiChoice South Africa |
| Position Type: | Permanent |
| Location: | MultiChoice City |
Join Africa’s most loved storyteller!
Purpose of the Position
- To manage resources and variances to plan through the application of real time monitoring of customer behaviour, customer sentiment, systems performance and resource alignment.
Key Performance Objectives
Operational
- Monitor all aspects of the customer journey: identify issues Log incidents – resolution and escalations within SLA’s
- Monitor incident SLA’s
- Effectively allocate resources using multiskilling, profile changes and optimising of exceptions
- Coordinate all unplanned exceptions that may arise within the agreed guidelines and based on resource availability
- Suggest corrective actions to mitigate any observed risks
Communication
- Provide real-time support on Business accepted communication mediums
- Provide timeous feedback to stakeholders
- Report on all incidents and problems impacting Service Levels by issuing daily, weekly and monthly reports
- Formulate and communicate the plan for the day to all stakeholders
- Daily reporting performance against plan with explanation of all variances
- Escalation and communication of any incidents and key customer insights that originate from any customer care touchpoint
- Effectively feedback any workforce optimisation suggestions based on real time observations on the floor
- Track agent adherence and service level performance
Customer Satisfaction
- Coordinate and implement crisis and problem management processes and procedures for Customer Group
- Co-ordinate, escalate, track and resolve problems and incidents with stakeholders which occur on all systems and applications and functionality used within Customer Group
- Monitor dashboards to proactively support Customer Care operations to enhance Customer Experience
- Test, validate and release Customer Communication on various platforms
- Coordinate User access
- Provide input to daily operational performance meetings relating specifically to customer experience and customer care performance
- Ensure customer insights are communicated to customer Group and related stakeholders
- Analyse available data points in real time to proactively identify customer needs and incidents
- Mobilise relevant recovery teams to minimize turnaround time of incidents impacting on the customer
- Proactively coordinate customer demand through the use of social media and IVR messaging
- Provide insights to improve customer experience in the longer term based on insights gathered through monitoring
Qualifications
- Diploma in Statistics and Applied Mathematics
- Degree Statistics and Applied Mathematics advantageous
Experience
- 3 – 5 years’ Call centre / Service Desk Analyst experience
- 2.5 years of Clarity & ICC systems knowledge as well as an in depth understanding of associated Business Rules included in the above
- Process Driven
- Deadline Driven
- Achievement Orientated
- Process and system driven
Technical Competencies
- Negotiation skills
- Analytical and Problem solving capabilities
- Relationship building
- Planning and Coordination
- Decision-making skills
- Conflict Management
- Operational Delivery
- Quality focused
Behavioral Competencies
- Accountability
- Teamwork
- Delegation
- Interpersonal Support
- Perseverance
- Motivating
- Prioritisation
- Analytical Thinking
How to Apply
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